About our Company
We Make Hotels. Sydell Group builds and operates unique properties that are a reflection of their neighborhoods, a celebration of architecture and design, and a gathering place for visitors from near and far. Our hotels are collaborations among exceptional talent from the creative, culinary, and retail worlds, and our goal is to create travel experiences that offer inspiration and a sense of connection to our respective cities. Sydell Group's diverse portfolio of award-winning hotels include NoMad New York, Los Angeles and Las Vegas; The LINE LA, DC and Austin; Freehand Miami, Chicago, LA and New York; The Ned, London and Park MGM, Las Vegas; as well as the forthcoming NoMad London and LINE San Francisco.
We are seeking a dynamic Guest Experience Manager to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit.
Responsibilities
Must be courteous and gracious, maintaining a professional demeanor at all times
Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
Maintain “open door” communication with employees
Control labor and operating expenses through effective scheduling, budgeting, purchasing decisions, and inventory and cash control
Responsible for interviewing, selecting, training, guiding, managing and scheduling personnel
Seek out opportunities for guest-centric experiences in all outlets of the hotel by working with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees
Measure results (challenges, successes, etc.) and communicates on a weekly basis to GEM team
Oversee and implement Hotel Guest Experience initiatives
Be an Experience Assistant by identifying all experience assistant guests, looking for new/innovative ways to provide anticipatory service, coordinating among all departments for seamless execution of service, coordinating correspondence with guests pre and post stay, and overseeing Experience Assistant team
Coordinate the VIP program which includes identifying potential guests, developing new service/product offerings to increase the perceived value and couples experience, assisting Front Office team in identifying potential upsell guests, and communicating successes to the Hotel in an effort to keep intensity and focus high
“No Fuss” Curbside Check-in which includes assisting the Reservations and Front Office teams to identify guests and achieve a seamless arrival experience for return guests.
Monitor Curbside Check-in by setting a goal of 15% of all arrivals as Curb Side guests and communicating successes to the Hotel in an effort to keep intensity and focus high
Work with Front Office Managers and Reservations Team to learn from each other’s successes and failures to develop a consistent product company wide
Coach staff to achieve culture standards & core standards of Guest Experience Assistant/Manager and couple experience
Supervise the activities of the Front Office team in order to ensure adherence to The Line Hotel standards, policies & procedures
Monitor and develop employee performance to include, but not limited to, providing supervision, conducting counseling, evaluations, setting annual goals and delivering recognition and reward
Assist with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area
Ensure staff understands their job expectations before holding them accountable
Maintain awareness of documentation needed and retained in employee files
Be familiar with all safety and emergency procedures including OSHA requirements
Attend relevant meetings
Core Competencies
High School diploma or general education degree (GED)
Three (3) years related experience in hospitality or service industry preferred
Strong communication skills
Collaborative spirit
Ethical Conduct
Computer Proficiency: Microsoft Office, Opera PMS
Positive Attitude
Eye for Detail
Problem solving abilities
Compensation & Benefits
We offer competitive wages and benefits while fostering a diverse and inclusive work experience.
We thrive in being a diverse work environment. Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.
About our Brand
Freehand exists for a new generation of urban explorers who seek a deeper connection to the places they visit and a community of likeminded travelers. A mix of private and European-style shared accommodations, comfortable and inspiring public spaces and celebrated food and beverage programs offer a unique home to those traveling alone or together on any budget. At the heart of each Freehand is a passion for connecting guests to the magic that defines their respective cities through a vibrant calendar of events showcasing emerging local creative talent.